PONTIAC GRAND-AM 1996 Owners Manual

Section 8 Customer Assistance Information
Here you will find out how to contact Pontiac if you
need assistance. This section also tells you how to obtain service publications and how to report any safety
defects.
This section includes information
on:
0 The Pontiac Cares Program
The Customer Satisfaction Procedure
0 Customer Assistance for Text Telephone (TTY)
Users
0 Roadside Assistance
0 Courtesy Transportation t
0 BBB Auto Line -,Alternative Dispute Resolution
0 Reporting Safety Defects
Service and Owner Publications
/ '. 'I -
Program
Pontiac Cares
With the PONTIAC CARES program, you are never
more than a phone call away from having your concern
taken care
of.
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The PONTIAC CARES philosophy and elements are
designed to make you realize that Pontiac recognizes
you
as a valuable customer, appreciates your purchase
decision, and is dedicated to taking care
of the most
important person
. .. YOU! PONTIAC CARES is: A
valuable feature that comes with every Pontiac, a feature
that offers
a multitude of benefits that can give you
safety, security, comfort and convenience.
What makes up Pontiac Cares?
A 3 year/36,000 mile Bumper to 1
Roadside Assistance
Courtesy Transportation
All of these elements combine to mal
B ;urnper Warranty
e your driving
experience
an enjoyable one, and are discussed in
greater detail further in your owner's manual. Pontiac is
focusing on the changing needs of our customers and
is committed in
giving you an exceptional level of
customer care throughout
the ownership experience,
Our goal
is to create total customer enthusiasm in our
product
and our services, and make you the most
satisfied customer
in the world.
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your
deder and Pontiac. Normally9 any concern YOU may
have with
your vehicle can be h&dled by your selling
or servicing dealer. Your dealer has the facility, trained
technicians, special tools
and up-to-date information to
promptly address any issue which may arise. Pontiac has
empowered its dealers to make 'my decisions and repair
vehicles, and they are eager to resolve your concern to
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your complete satisfaction. If your concern has not been
resolved to
your satisfaction, take the following steps:
STEP ONE -- Discuss your concern with a member
.., . ..L ..
. ., ..
In the Bahamas: 1-800-389-0009
0 In Bermuda, Barbados, Antigua and ,fie British
Virgin Islands: 1-800-534-0122
of dealer management. Normally, concerns can be
quickly resolved at that level.
If the matter has already
been reviewed with the Sales, Service,
or Parts Manager, In other overseas locations, call GM North American
contact the owner
of the dealership or the General Export Sales in Canada at 1-905-644-4112
0 In all other Caribbean countries: 1-809-763-1315
Manager.
STEP TWO -- If after contacting a member of
dealership management, it appears your concern cannot
be resolved by the dealership without further help,
contact the Pontiac Customer Assistance Center by
calling 1-800-PM-CARES. In Canada, contact
GM
of Canada Customer Assistance Center in Oshawa by
calling 1-800-263-3777 (English) or
1-800-263-7854
(French).
For help outside
of the United States and Canada, call
the following numbers as appropriate:
In Mexico: (525) 625-3256
In Puerto Rico: 1-800-496-9992 (English) or
In the U.S. Virgin Islands: 1-800-496-9994
In the Dominican Republic: 1-800-75 1-4135
(English) or 1-800-751-4136 (Spanish)
1-800-496-9993 (Spanish)
For prompt assistance, please have the following information available to give the Customer Assistance
Representative:
e Your name, address, home and business telephone
numbers
Vehicle Identification Number (This is available
from the vehicle registration or title, or the plate at
the top left of the instrument panel and visible
through the windshield.)
0 Dealership name and location
Vehicle delivery date and present mileage
Nature of concern
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We encourage you to caIl us so we can give your inquiry
prompt attention. However, if
you wish to' write Pontiac,
write to:
United States
Pontiac Division
Customer Assistance Center
One Pontiac Plaza
Pontiac,
MI 48340-2952
Canada
General Motors of Canada Limited
Customer Assistance Center, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Refer
to your Warranty and Owner Assistance
Information booklet for addresses
of Canadian and
GM Overseas offices.
When contacting Pontiac, please remember that your
concern
will likely be resolved in the dealership, using
the dealer's facilities, equipment and personnel. That is
why we suggest you follow Step One first if you have a
concern.
Customer Assistance for Text
Telephone (TTY) Users
To assist customers who are deaf, hard of hearing, or
speech-impaired
and who use Text Telephones (TTYs),
Pontiac has TTY equipment available at its Customer
Assistance Center. Any TTY user can communicate with
Pontiac by dialing:
1-800-833-PONT. (TTY users in
Canada can dial 1-800-263-3830.)
I
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Pontiac Roadside Assistance Program
Security While You Travel
I -800-ROADSIDD (I -800-762-3743)
As the proud owner of a new Pontiac vehicle, you are
automatically enrolled in the Pontiac Roadside
Assistance program. This value-added service
is
intended to.provide you with peace of mind as you drive
in the city or travel the open road. Pontiac's Roadside Assistance toll-free number is
staffed by
a team of technically trained advisors, who
are available
24 hours a day, 365 days a year.
We
take anxiety out of uncertain situations by providing
minor repair information over the phone
or making
arrangements to tow your vehicle to the nearest Pontiac
dealer.
We will provide the following services for
3 years/36,000 miles, at no expense to you:
0 Vehicle out of fuel
0 Keys locked in vehicle
0 Tow to nearest dealership for warranty service
Change a flat tire
Jump starts
Courtesy Transportation --..See Pontiac Courtesy
Transportation section
for details
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We have quick, easy access to telephone numbers of the
following additional services depending
on your needs:
Hotels
0 Glass replacement
Rental vehicle or taxis
Police, fire department or hospitals
In many instances, mechanical failures are covered
under Pontiac’s comprehensive warranty. However,
when other services are utilized, our advisors will
explain any payment obligations you might incur.
For prompt and efficient assistance when calling, please
provide the following information to give the advisor:
Location of vehicle
Telephone number of your location
Vehicle model, year and color
a Mileage of vehicle
0 Vehicle identification number
Vehicle license plate number Pontiac reserves the right
to limit services or
reimbursement to an owner or driver when in Pontiac’s
judgement the claims become excessive
in frequency or
type of occurrence.
While ‘we hope that
you never have the occasion to use
our service, it is added security while traveling for you
and your family. Remember, we’re only a phone call
away. Pontiac Roadside Assistance
-- 1 -800-ROADSIDD
or 1-800-762-3743.
Canadian Roadside Assistance
Vehicles purchased in Canada have an extensive
Roadside Assistance Program accessible
from anywhere
in Canada or the United States. Please refer to the
separate brochure provided by the dealer or call
1-800-268-6800 for emergency services.
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Pontiac Courtesy Transportation
Pontiac strives to give you a worry free ownership of
your vehicle, and we realize the inconvenience of being
without
a car. So Pontiac has come up with a way to
eliminate any frustrations you might have when trying
to get 'a ride
to work, or wondering how you will get
home. Well, your worries are over. Pontiac provides no-cost transportation when you bring your
1996 Pontiac in for warranty service. It applies
to any repair covered under
the
36 month/36,000 mile limited warranty, and to
any
1996 Pontiac requiring repair as a result of product
recall or special policy situations. For same day service,
you
are ehtitled to one-way shuttle service of up to
10 miles. If the repairs require an overnight stay for
the car, you're entitled to either a Pontiac loaner or
reimbursement for
a rental car, up to $3O/day, for up
to five days.
Some state insurance regulations make
it impractical to
rent vehicles to people under
21 years of age. If you are
under
21 and have difficulty renting a vehicle, Pontiac
will reimburse you, up
to $3O/day, for any documented
transportation
you receive.
For warranty repairs during the Complete Vehicle
Coverage period in the New Vehicle Limited Warranty,
interim transportation may be available under the
Courtesy Transportation Program. Please consult your
dealer
for details. The Roadside Assistance program is
available only in the United States or Canada.
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GM Participation in BBB AUTO
LINE - Alternative Dispute
Resolution Program*
*This program may not be available in all states,
depending on state law. Canadian owners refer to
YOW
Warranty and Owner Assistance Information booklet.
General Motors reserves the right to change eligibility
limitations 'and/or
to discontinue its participation in this
pr0gra.m.
Both Pontiac and your Pontiac dealer
are committed to
making sure you are completely satisfied with your new
vehicle. Qur experience has shown that, if a situation
arises where
you feel your concern has not been
adequately addressed,
the Customer Satisfaction 5):. 9.t
Procedure described earlier in this section is very successful.
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There may be instances where an impartial third party
can assist
in arriving at a solution to a disagreement
regarding vehicle repairs
or interpretation of the New
Vehide Limited Warranty. To assist in resolving these
disagreements, Pontiac voluntarily participates
in
BBB AUTO LINE.
BBB AUTO LINE is .an out-of-court program
administered by the Better Business Bureau system
to
settle disputes between customers and automobile
manufacturers. This program
is available free of charge
to customers who currently own or lease a GM vehicle.
If
you are not satisfied after following the Customer
Satisfaction Procedure, you may contact the
BBB using
the toll-free telephone number, or write them at the
following address:
BBB AUTO LINE
Council of Better Business Bureaus
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203
Telephone: 1-800-955-5100
To file a claim, you will be asked to provide your name
and address, your Vehicle Identification Number
(VIN),
and a statement of the nature of your complaint.
Eligibility is limited by vehicle age
and mileage, and
other factors.
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We prefer you utilize the Customer Satisfaction
Procedure before you resort to AUTO
LINE, but you
may contact the BBB at any time. The BBB will attempt
to resolve the complaint serving as an intermediary
between you and Pontiac.
If this mediation is
unsuccessful, an informal hearing will be scheduled
where eligible customers may present their case to an
impartial third-party arbitrator.
The arbitrator
will make a decision which you may
i accept or reject. If you accept the decision, GM will be
bound by that decision. The entire dispute resolution
procedure should ordinarily take about
40 days from the
time you file a claim until a decision
is made.
Some state laws may require you to use this program
before filing a claim with a state-run arbitration program
or
in the courts. For further information, contact the
BBB at 1-800-955-5100 or the Pontiac Customer
Assistance Center at
1-800-PM-CARES.
REPORTING SAFETY DEFECTS
TO THE UNITED STATES
GOVERNMENT '
If you believe that your vehicle has a defect which could
cause a crash or could cause injury or death, you
should
immediately inform, the National Highway TrafYic
Safety Administration (NHTSA), in addition to
notifying General Motors.
If NHTSA receives similar complaints, it may open an
investigation, and
if it finds that a safety defect exists in
a group of vehicles, it may order a recall and remedy
campaign. However, NHTSA cannot become involved
in individual problems between 'you, your dealer, or
General Motors.
To contact NHTSA, you may either call
the Auto Safety
Hotline toll-free at
1-800-424-9393 (or 366-0123 in the
Washington,
D.C. area) or write to:
NHTSA,
U.S. Department of Transportation
Washington,
D.C. 20590
Yo,u can also obtain other information about motor
vehicle safety from the Hotline.
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REPORTING SAFETY DEFECTS REPORTING SAFETY DEFECTS
TO THE CANADIAN TOGENERALMOTORS
GOVERNMENT In addition to notifying NHTSA (or Transport Canada)
IT you live in Canada, and you believe that your vehicle in a situation like this, we certainly hope you'll notify
has a safety defect, you should immediately notify us. Please call us at 1-800-PM-CMS or write:
Transport Canada, in addition to notifying General 'Pontiac Division
Motors of Canada Limited.
You may write' to: . l Customer Assistance Center
'Transport Canada
Box 8880
Ottawa, Ontario K1G 352 In Canada, please call us at 1-800-263-3777 (English)
. - . . , One Pontiac Plaza
:?,.. ,? : ,). * P' '. Pontiac, MI 48340-2952 . ,. .I
or 1-800-263-7854 (French). Or, write:
General
Motors of Canada Limited
Customer
Assistance Center
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
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